Engineer, Support Job in Pennant Technologies Pvt. Ltd.

Engineer, Support

Pennant Technologies Pvt. Ltd. 4+ weeks ago

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Job Summary

What we are looking for:

Bachelor s Degree in Computer Science Engineering (or related technical discipline)
3 5 years of relevant application support experience in L1 role with a strong customer interaction experience
Prior experience in supporting the Lending Software Applications with excellent insights of the complete loan life cycle stages and how they are being managed in a software application.
Experience with supporting Java/J2ee based n-tier web applications
Strong customer service and support focus with a desire to deliver a high quality Service
Excellent ability to learn and articulate software-related and technical concepts
Passion to be a part of a hardworking and winning team and ability to multi-task in a fast paced environment
Strong attention to detail when communicating with customers (verbal & written) and posses strong active listening skills

Responsibilities:

Manage customer expectations regarding estimated response times for issue resolution
Gather all the required informationneeded and provide to next level support (L2) for quick/accelerated investigation and to deliver fixes within SLA timelines
To support/resolve software and technical questions from the end users of the customer efficiently and effectively
On need basis discuss with the business teams to seek additional details about the issue.
Prioritize the ticket with the right severity levels basis business impact understanding from the client.
Collaborate with all the Product Support team members to properly manage customer inquiries and escalate when appropriate.
Own software product issues of the client from initial reporting to resolution, coordinating with L2 and L2 team and communicating the progress/resolutions with customers on regular basis.
Run monitoring reports for usage, performance, and/or availability.
Gather the logs from the software product and also the app server and perform the initial investigation
Coordinate with end user and support the L2 and L3 team in recreating the reported issue.
Meet SLAs like response and resolution times by partnering with L2 and L3 Support organizations